Technical Support Specialist

SGS GEOSOL LABORATORIOS LTDA; Muntinlupa; Vor Ort; PHP 300.000 - 420.000; Vollzeit

Zusammenfassung

SGS is seeking an IT Service Desk professional to provide first line support to affiliates and clients. This role will resolve desktop hardware and software issues, route incidents, and escalate as needed while maintaining clear communication with users.

The candidate should have a Bachelor’s degree in engineering or IT-related field, hands-on experience with Windows environments, and the ability to work in a multicultural team across local and remote locations.

Qualifikationen

• Bachelor's degree in engineering or IT/services required.
• Strong ability to resolve desktop hardware/software issues and maintain accuracy.

Aufgaben

• Provide first line support to SGS affiliates and external clients.
• Resolve desktop and end user support issues.
• Manage incidents throughout their lifecycle and determine escalation paths.
• Communicate effectively with users and document resolutions.

Kenntnisse

Dependability

Problem solving

Pro-activity

Communication

Teamwork

Technical skills

Customer skills

Ausbildung

Bachelor's degree in engineering or IT/services

Jobbeschreibung

We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

PRIMARY RESPONSIBILITIES

• Provide first line support to SGS affiliates and external clients
• Resolve desktop support and end user support issues
• Fast paced handling of incidents / requests resolution, escalation and information routing.
• Deciding on incident severity/priority
• Validation and evaluation of technical and or operational information pertaining to the incident
• First contact resolution and troubleshooting via phone and remote access tools
• Managing Incidents throughout their lifecycle

REPORTING LINE

Head of Global Service Desk

SPECIFIC RESPONSIBILITIES

• Establishes controls to monitor the performance of the management systems.
• Validate, evaluate and classify incident / requests.
• Determine resolution and/or escalation path to ensure all issues are appropriately managed.
• Evaluate content of requests / incident report and gather information if missing any.
• Record distinct issues in the tracking tools.
• Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
• Keep track of severity/priority 1 issues for appropriate escalation and follow-up.
• Recognize solutions for repetitive use and enter those in knowledge database.
• Complies with relevant Management Systems
• Complies with the QHSE policies including but not limited to:
  • Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.
  • Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
  • In accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.
  • Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
  • Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.
  • Maintain a safe and tidy worksite.
  • Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.
  • Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.

Qualifications

PROFILE

• Bachelor's degree or equivalent in engineering or information technology/service management courses
• Strong knowledge in resolving desktop hardware, desktop OS (Windows 11), and desktop application issues.
• Experience of multi-cultural environments.

REQUIRED SKILLS

Experience/Technical Knowledge

• Dependability: The role requires an individual that must be accurate in the updates to the system
• Problem Solving: The ability to identify and resolve problems quickly and effectively
• Pro-activity: The ability to take initiative to make improvements.
• Communication: The ability to listen to users and convey ideas and solution effectively
• Teamwork: Ability to work in a Team both local and remote
• Technical Skills: The ability to learn new products
• Customer Skills: The ability to interact with customers in a polite and professional manner